Meade Instruments Corp

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below This is not the resolution I requested in my original complaint.I paid a substantial sum for this telescope in November 2015, over months ago Since that time, I have never had a working telescope I just want to return the telescope, postage paid, and get my money back Instead, I'm being asked to spend even more money shipping it to Meade I'm out enough money already I'm not going to spend more in hopes that someday I'll be reimbursed by Meade I've seen how slowly Meade operates, so who know when I would see my reimbursement I've sent the telescope to Meade twice before In the past, they paid for shipping, so why am I now being asked to front those costs? Also, when I did send it to Meade, weeks or months would go by, and I'd hear nothing about my telescope And, both times, they eventually sent me a defective telescope in return.I'm tired of this My money has been tied up for too long, and I want it back Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY - There is no proposed action only excuses When I finally got the handle opened there were no batteries in itThey theory to blame it on anything but their product doesn't hold waterSo if there were no batteries and no corrosion what's their next excuseWhy don't they be a good corporate citizen and do the right thingThe only reason there are marks on the handle is their suggestion to use , and I quote "brute forceThat's a great customer service suggestion and has caused damage not there prior to their suggestion because they had the wrong diagnosis of what was wrong.]Regards, [redacted] ***

The Meade one year limited factory warranty offers repair or replacement of goods determined defective at company optionIt does not include refund or covering expenses for shipping on any return for warranty support

Hello Mr [redacted] , Our apologies for the ongoing concern with this productHaving replaced the telescope twice which is certainly unusual at this time we will need to see the scope to address the issue and and have set up return authorization RRfor this purposePer our one year warranty return shipping is not a covered item however if we confirm there is an issue with the telescope we will reimburse you the return shipping costs sent via UPS or USPSPlease note we cannot cover expenses incurred by locations such as the UPS Store which charge high premiumsTypical shipping charges for an 8" LXto us would be under $You may ship the scope to us at your convenience at:Meade Instruments CorpREF: ***HubbleIrvine, CA92618We will need the complete telescope without tripod and please include the keypadWe will conduct thorough testing on arrival to confirm all operations including night sky field testing and if issues are confirmed reserve the right to repair the existing item or replace it at company discretionAgain our apologies for the ongoing concern and we look forward to concluding this successfully with your having the working item you purchased Best Regards, [redacted] ***Operations ManagerMeade Instruments Corp

Without POP we cannot offer warranty on an item no longer in production, no longer available, and which has no analog in our current product line

Per conversation with the customer the likely cause of being unable to open the handle where batteries are installed are the existing batteries were left in the unit, discharged, leaked, and corrodedThe instructions include removing the batteries to prevent this for any prolonged storageSuch
damage would not be covered under warrantyThis product ships new in box without batteries installedAdditionally the owner indicated to us he did not have proof of purchase which would be required for any warranty claimWe do not repair such items outside the one year factory warranty, it would require replacementThis product was discontinued in Mid and we have no remaining inventory nor do we have any like item

Revdex.com:
I have reviewed the response
made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. The email address I used was the only available email address for Meade, and if not the correct one for "technical" support they should have replied and directed me to use a different email address. What would be the correct email address? They do not indicate what would be the correct email addressThey should admit a failure to communicate anything in response to my three emails, which Meade did receive. If they did not forward to the correct department, why not? What would be a better email address? No other email address is provided on the websiteThey are now in contact with me, and only in response to the Revdex.com queryMeade ha
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The dealer still has not issued the refund.  Despite the assertion that I would be receiving it in "a few days" no refund has been issued.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is not the resolution I requested in my original complaint.I paid a substantial sum for this telescope in November 2015, over 6 months ago.  Since that time, I have never had a working telescope.  I just want to return the telescope, postage paid, and get my money back.  Instead, I'm being asked to spend even more money shipping it to Meade.  I'm out enough money already.  I'm not going to spend more in hopes that someday I'll be reimbursed by Meade.  I've seen how slowly Meade operates, so who know when I would see my reimbursement.  I've sent the telescope to Meade twice before.  In the past, they paid for shipping, so why am I now being asked to front those costs?  Also, when I did send it to Meade, weeks or months would go by, and I'd hear nothing about my telescope.  And, both times, they eventually sent me a defective telescope in return.I'm tired of this.  My money has been tied up for too long, and I want it back.
Regards,
[redacted]

Meade Customer Service was unaware of the issue until the Revdex.com complaint was filed, as the department does not currently have email support and does not monitor the email address the customer used. Per the company web site and all documentation with our products we offer support at our toll free number [redacted] from 7am to 5pm Monday through Friday. Support is now underway.

The Meade one year limited factory warranty offers repair or replacement of goods determined defective at company option. It does not include refund or covering expenses for shipping on any return for warranty support.

The purchase was made directly through one of our dealers, after we received the customers request for a refund, we contacted the dealer and asked to proceed with the customer's request. the dealer has done so and customer should see it reflected in his account in the next few days.
 
please...

let us know if there is anything else we can do.
 
[redacted]

Our Customer Service Dept. has now spoken to the consumer and is obtaining the needed information for warranty support. The email address reportedly used for prior correspondence by the consumer is not a valid address for technical support.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY - There is no proposed action only excuses.  When I finally got the handle opened there  were no batteries in it. They theory to blame it on anything but their product doesn't hold water. So if there were no batteries and no corrosion what's their next excuse. Why don't they be a good corporate citizen and do the right thing. The only reason there are marks on the handle is their suggestion to use , and I quote "brute force. That's a great customer service suggestion and has caused damage not there prior to their suggestion because they had the wrong diagnosis of what was wrong.]Regards,
[redacted]

This matter is between the retailer and consumer.

Hello Mr. [redacted], Our apologies for the ongoing concern with this product. Having replaced the telescope twice which is certainly unusual at this time we will need to see the scope to address the issue and and have set up return authorization RR842 for this purpose. Per our one year warranty return...

shipping is not a covered item however if we confirm there is an issue with the telescope we will reimburse you the return shipping costs sent via UPS or USPS. Please note we cannot cover expenses incurred by locations such as the UPS Store which charge high premiums. Typical shipping charges for an 8" LX200 to us would be under $100. You may ship the scope to us at your convenience at:Meade Instruments Corp. REF: [redacted]27 HubbleIrvine, CA92618We will need the complete telescope without tripod and please include the keypad. We will conduct thorough testing on arrival to confirm all normal operations including night sky field testing and if issues are confirmed reserve the right to repair the existing item or replace it at company discretion. Again our apologies for the ongoing concern and we look forward to concluding this successfully with your having the working item you purchased.  Best Regards, [redacted]Operations ManagerMeade Instruments Corp.

Greetings,In response to the above mentioned complaint, Meade instruments Corp, (the "Company”) mailed, VIA the US Postal Service, outstanding invoices to its customer, Camera Bug (the “Customer"). Attached are copies of these invoices totaling $5,124.54 that were returned to the Company as...

“Undeliverable, no forwarding address available".During the time period of January 2, 2015 through December 29, 2015, the Company made multiple attempts to reach its Customer and to resolve debt.On May 4, 2015, the Company learned through an employee of the Customer that its owner had passed away. Shortly after, Ms. [redacted] was in contact with the Company and inquired about the outstanding account balance. On May 5, 2015, the Company provided Ms. [redacted] with a list of outstanding invoices, which are the invoices mentioned above and attached to this response.The Company also provided Ms. [redacted] and her hired accountants, [redacted], with soft copies of these invoices and a soft copy of the account reconciliation statement (attached) on the following dates: August 7, 2015, August 20, 2015, November 18, 2015, December 14, 2015 and December 29, 2015.The account reconciliation statement provided Ms. [redacted] with payment history and how funds were applied to the account. Therefore, the Company has nothing further to provide. The Company would also like to note that every effort was made to assist Ms. [redacted], and with compassion, provided her with a free accessory to assist her with selling items that no longer qualified as a return. Complaint #[redacted] – [redacted] re: Meade Instruments' Customer, Camera Bug Page 2 of 2Efforts to resolve the outstanding debt were not progressing and Ms. [redacted] was notified multiple times that the account would need to go to collections. On January 8, 2016, the Customer was turned over to the Company's Collection Agency, Altus Global Trade Solutions (“Altus Global”).As of the date of this response, [redacted] and Altus Global are in contact with each other to resolve the debt issue. The Company has instructed Altus Global to focus only on the open invoices. Should Ms. [redacted] or her accountant require further information, we request that they contact Altus Global directly at [redacted].Should the Revdex.com of San Diego require additional information regarding this matter, please do not hesitate to contact me directly at [redacted].com or [redacted].

I have a meade xl200gps for over 15 years and since then I always had problems with it. It either doesn't work right,( and it is not my fault), or every several years I have to get a firmware update because it stopped working altogether. Meade seems to have a attitude problem because their employees are living in Mexico. And I guess they want to get us back for the wall. Don't buy any meade products at all and tell your friends, and on the internet to boycott them...

Review: I purchased a Meade telescope in mid November 2013, and it was delivered with the bottom OTA broken and the mirror scratched. I informed Meade about the issue in late November and was sent return labels to send the broken part back for a replacement, which due to some confusion, was sent out in early January.After the first e-mails to and from the customer service representative, communication dropped. An e-mail would be sent to me saying "let me check on that", and then there would be nothing for days until I sent a message asking for an update. This has happened multiple times. In fact, it's happening right now. I sent a message asking for an update three days ago, nothing. When I first messaged them, they didn't even know if they could replace it.I still have yet to receive my replacement, which they said would take five weeks until it ships, but I can't see how it would since they likely mass produce these telescopes. Also, when I asked for a refund instead of waiting five weeks, I was told a refund would take longer to process then getting the replacement. Really? How does it take five weeks to process a refund?Desired Settlement: Honestly, I just want somebody in the company who is higher than the customer service chain to be told what's going on. I mean, I know that there are people that don't have an issue with them, but almost all the reviews for their CS that I see all say the same thing. Apparently one dude was told a replacement would be shipped in four weeks and it took them three months.

Business

Response:

Good afternoon,

This matter was addressed and closed with Mr. [redacted], we replaced the customer's product under order number [redacted] and shipped on 02/18/14.

pelase let us know if there is anything more we must do.

Best Regards,

[redacted].

Customer Service Manager.

Meade Instruments Corp.

Review: Purchased Meade LX90 telescope from one of Meade's dealers in 2002; was moving telescope recently and it tipped over and broke the Base and RA casting; called Meade Instruments sometime in August of this year for parts and their customer service rep [redacted] ([redacted] asked for photo; I provided photo and a few days later contacted him and he stated Meade would sell me the two parts I needed and would call in a few days w/pricing. I received no followup call so started calling back myself; finally in September after many phone attempts I contact customer service and [redacted] answered; he remembered who I was and issue and stated his supervisor stated they would not sell me the parts and I should send in my scope; no promise it would be fixed or a cost estimate; it is very expensive and difficult to send in a big telescope and the parts I need are easy for me to replace; just asking for a couple of replacement parts for a reasonable price; Meade sells expensive telescopes and somehow doesn't believe they are responsible for selling parts to customers but are looking to get expensive repair fees.Desired Settlement: Looking to purchase two parts for my Meade 8inch LX90 telescope-base (which has the RA shaft) and RA casting.

Business

Response:

There was some internal miss-communication.